Technical Support Engineer - Sales Cloud

Enboarder; Bellevue (WA); On-site; USD 95,000 - 135,000; Full time

Job summary

Salesforce is the world’s leading CRM company, delivering AI-powered customer success across the platform. As a Technical Support Engineer, you will partner with customers to troubleshoot, guide adoption of Salesforce solutions, and deliver measurable business value through the platform.

You will work in a fast-paced Global Support environment offering 24/7 coverage and collaborate with Product Engineering to resolve complex issues, create knowledge resources, and mentor teammates in

Qualifications

• Bachelor's degree in a technical field or equivalent experience.
• 2+ years in technical support or customer-facing technical roles.
• Experience troubleshooting software and debugging Java applications.
• Strong SQL, data management, and database concepts.
• Ability to explain complex tech to non-technical stakeholders.
• Excellent written and verbal communication skills.
• Customer-focused mindset with consultative relationship skills.
• Familiarity with Sales Cloud, Service Cloud, and related tech.
• Proficiency with HTML, JavaScript, CSS, LWC or APEX.
• Must be a Sole U.S. Citizen (Non-dual).
• Professional proficiency in English.

Responsibilities

• Lead the end-to-end customer technical experience and manage support cases.
• Diagnose and resolve complex issues related to Salesforce platform products.
• Coordinate resolution with cross-functional teams and Product Engineering.
• Provide onboarding support and technical discovery sessions.
• Guide customers on best practices and configuration for adoption.
• Investigate issues, analyze behavior, and identify root causes with internal tools.
• Prioritize multiple issues in a fast-paced environment.
• Develop deep technical expertise in Salesforce platform functionality.
• Collaborate with Engineering to investigate defects and improve functionality.
• Create and maintain technical documentation and knowledge base articles.
• Mentor teammates through collaborative troubleshooting frameworks.
• Communicate complex concepts clearly to technical and non-technical stakeholders.

Skills

Technical support

Java debugging

SQL

Communication

Problem solving

Education

Bachelor's degree in CS/Engineering or related

Tools

Sales Cloud

Service Cloud

Data Cloud

Agentforce

HTML

JavaScript

LWC

APEX

Job description

These roles have Government restrictions: Must be a Sole U.S. Citizen (Non-dual citizen with any other country) operating on U.S. Soil with ability to meet customer and government screening standards applicable to this role, including a Criminal Justice Information Services screening with fingerprint scan. Due to the citizenship requirement for this role, which supports U.S. federal, state, and/or local government customers, citizenship will be verified through two of the following REAL ID Act documents: U.S. Passport, Passport Card, REAL Driver’s License, Global Entry Card, U.S. Government CAC/PIV

We’re Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM. Through our #1 CRM platform, Customer 360, we help organizations across every industry transform how they connect with customers and operate their businesses. This role is designed for individuals who are highly motivated, self-directed, and passionate about solving complex technical challenges while delivering exceptional customer experiences. As a Technical Support Engineer, you will work directly with customers to resolve critical issues, guide adoption of Salesforce technology, and help organizations achieve measurable business value through the platform.

You will serve as a trusted technical partner to customers by providing expert troubleshooting, guidance, and best practices throughout their use of the Salesforce platform. This role blends deep technical problem-solving, proactive support, and customer-focused guidance to help customers resolve issues efficiently and maximize the value of their Salesforce solutions.

The Global Support environment is highly customer-focused and fast-paced, operating globally to provide 24/7 technical support across the Salesforce platform.

Duties & Responsibilities

• Lead the end-to-end customer technical experience by managing support cases from initial diagnosis through resolution.
• Diagnose and resolve complex technical issues related to Salesforce platform products, including Sales Cloud.
• Coordinate resolution of critical and high-priority cases by collaborating with cross-functional teams and escalating issues to Product Engineering when necessary.
• Provide onboarding support and technical discovery sessions to help new customers successfully implement Salesforce solutions.
• Guide customers on best practices, product configuration, and architecture to accelerate product adoption and maximize platform value.
• Investigate customer-reported issues, analyze system behavior, and identify root causes using internal tools and troubleshooting methods.
• Manage multiple customer issues simultaneously while prioritizing work in a fast-paced technical support environment.
• Develop and maintain deep technical expertise in Salesforce platform functionality and related technologies.
• Collaborate with Product Engineering and internal teams to investigate defects, report product issues, and improve platform functionality.
• Create and maintain technical documentation and knowledge base articles to support internal teams and the broader support community.
• Mentor team members through collaborative troubleshooting frameworks such as the Swarming model.
• Communicate complex technical concepts clearly to both technical and non-technical stakeholders.

Required Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related technical discipline, or equivalent experience.
• 2+ years of experience in technical support, software engineering, or related customer-facing technical roles.
• Experience troubleshooting software applications and debugging code, including Java-based applications.
• Strong understanding of database concepts, data management, and SQL.
• Experience explaining complex technical concepts to non-technical audiences.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving skills in fast-paced technical environments.
• Customer-focused mindset with ability to build consultative relationships with stakeholders.
• Ability to prioritize multiple tasks and manage competing customer issues effectively.
• Familiarity with Sales Cloud, Service Cloud, Data Cloud, or Agentforce technologies.
• Experience with web technologies including HTML, JavaScript, CSS, LWC, or APEX.
• Must be a Sole U.S. Citizen (Non-dual)
• Professional proficiency in spoken and written English is required

Preferred Qualifications

• Portuguese and Spanish language proficiency highly preferred.
• Experience working within the Salesforce platform architecture.
• Salesforce certifications such as Salesforce Administrator (ADMIN201) or similar.
• Experience with AI/LLM technologies, conversational AI, or AI orchestration frameworks.
• Prior experience in customer-facing roles such as Technical Support, Solutions Engineering, Customer Success Engineering, or Professional Services.